Customer Operations Support Specialist 1

Customer Operations Support Specialist 1

The Customer Operations Support Specialist (COSS) 1 will be part of a 24 / 7 / 365 organization and is responsible for providing support between System Operations and various customer facing roles, primarily but not limited to emergency electric and gas events. Provide technical support and sound solutions to communicate to internal stakeholders and external customers. Achieves operational and maintenance objectives by contributing engineering information and recommendations to strategic plans; implementing projects to improve productivity and quality. The COSS 1 will be responsible for providing detailed reporting updates on impactful, major, and emergency events to Customer Strategy, Corporate Communication, Government Relations, Gas, Electric Delivery services, Energy Supply, Products & Services, and any other customer escalation across the company. Focuses on tactical aspects of projects through the productivity improvement and process efficiency associated with work performed. Also, responsible for documenting and developing procedures. The COSS 1 must be comfortable in communicating at all levels of management within various departments and with external customers. Position will work schedule based upon Business Unit needs, with ability to work flexible schedules as needed, 24 / 7 / 365.

Tasks and Responsibilities

• Participate in identifying, analyzing, and communicating effectively with customers, internally and externally regarding complex problems and issues, to include social media inquiries and planned / unplanned outage information.
• Participate in obtaining requested information from leadership in a timely and accurate manner.
• Utilize the SAP system for research, analysis, and report writing.
• Performs system administration duties of various software platforms and applications.
• Hold skills to effectively communicate verbally and in writing to all levels of the CPS Energy organization and external customers.
• Collaborate across Customer Strategy, Gas Solutions, Energy Delivery Services, Corporate Communications, Government Relations, Business Technology, Security, and other appropriate teams to identify situational awareness for internal & external communications, as appropriate.
• Develop an appropriate program to support outage situations, communicate appropriately to internal stakeholders (including all levels of executive leadership), and support external mass communications using all appropriate channels (text, email, phone, social media, etc.).
• Work with a diverse group of individuals in a fast-paced environment.
• Interact with executive-level customers and industry stakeholders, internal teams, and executive leaders. Comfort in technical and non-technical audiences
• Develop and contribute to technical troubleshooting documents, best practices, and other knowledge articles for internal and external use.
• Engagement with internal stakeholders to ensure good coordination, communication, and shared goals to drive customer satisfaction.
• Perform data analytics and reporting of outage information with respect to customer experience.
• Flexibility to support other groups as needed (Community Events, System Operations, Workforce, peers, etc).
• Performs other duties as assigned.

Minimum Skills

Possesses basic knowledge and general understanding of Customer Service, Electric Grid Systems, and / or Utility Industry. Ability to communicate trends as necessary. Ability to learn and easily navigate key outage system reporting tools, including NetCadOps, ITOA, Focal Point, etc. Ability to learn and leverage collaboration tools to effectively manage & communicate. Initiative to work independently or as a team member, coordinating with others to achieve goals and objectives. Must demonstrate initiative to volunteer and / or assist with projects and other tasks that arise. Have communication skills to interact with peers and staff. Must possess effective verbal and written communication skills. Be familiar with and / or have experience working with the following : Microsoft Office Package including but not limited to word processing, spreadsheets, database, electronic mail, and scheduling.

Preferred Qualifications

Competencies

Communicates Effectively, Interacting with People at Different Levels, Driving Projects to Completion, Demonstrating Initiative, Driving Continuous Improvement, Prioritizing and Organizing Work

Minimum Education

High School Diploma or GED Equivalent

Required Certifications

None

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business-related events. After hours work may be required. Work various fluctuating schedules to include rotating shift work, extended hours, and weekends.

Physical Demands

Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.